SunView Software

ChangeGear ITSM

4 / 5 9 reviews

Who Uses This Software?

ChangeGear implemented for hundreds of enterprise organizations in all vertical industries. Proven approach - flexible, rapid deployment allowing companies to deliver cost-effective IT services.


Average Ratings

9 Reviews
  • 4 / 5
    Overall
  • 4 / 5
    Ease of Use
  • 4 / 5
    Customer Service

Product Details

  • Starting Price
    $5,500.00/year
  • Pricing Details
    $46 per staff user / monthly
  • Free Demo
    Yes
  • Deployment
    Cloud, SaaS, Web
    Installed - Windows
    Mobile - Android Native
    Mobile - iOS Native
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours

Vendor Details

  • SunView Software
  • www.sunviewsoftware.com
  • Founded 2003
  • United States

About ChangeGear ITSM

Service Desk software should be an enabler, not a barrier, to delivering great service. IT needs a cost-effective platform that is easy to implement, manage, and configure to meet the needs of the business. ChangeGear Service Desk is the most efficient solution for managing, tracking and controlling IT services. Easily facilitate ticket routing, resolve requests, automate changes and more from a highly scalable, single platform.


ChangeGear ITSM Features

  • Contract Management
  • Incident Management
  • IT Asset Management
  • Knowledge Management
  • Release Management
  • Self Service Portal
  • Service Catalog
  • Service Reporting
  • Ticket Management
  • Availability Management
  • Change Management
  • Configuration Management
  • Contract Management
  • Dashboard
  • Incident Management
  • Problem Management
  • Release Management
  • Self Service Portal

ChangeGear ITSM Reviews

Poor communication and not very good for customer facing applications.

Feb 16, 2017
3/5
Overall
3 / 5
Ease of Use
2 / 5
Features & Functionality
1 / 5
Customer Support
3 / 5
Value for Money

Comments: Change Gear is great if you are only using it internally. Despite what their sales team would tell you, it requires extensive modification to even handle anything more than a few email addresses. Attachment handling and things as simple as email CC'ing are not available available out of the gate. The included modules are not very adaptable, inevitably requiring the customer to bend to suit its forms instead of bending its forms to suit the customer. The technical/implementation team is very knowledgeable, when you can get in touch with them. Trying to get them on the phone is more like "leave a message and maybe we'll get back to you." Bottom line, users will be very pleased with this product as long as they a) don't need it for any other department than IT, and b) don't need it to be externally facing.

Our go to ITSM tool

Dec 06, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Comments: We have been using it as our main ticketing system for Incidents and Service Requests and also using it for our Change Management tool.

ChangeGear - Great Product Delivered by a Great Company

Oct 10, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Ease of use (for end-users and agents/admins alike)
Ease of administration
Feature sets
Flexibilty of installation (Cloud, Hybrid, On-Premise)
Pricing
Ease of configuration

Cons: Remote manageability of certain features on full Public Cloud instance (requiring SunView support to interact)

Overall: My company has been using ChangeGear for approximately two years. We love the product's ease of use, administration and feature sets. The initial price tag was VERY competitive. We found that the product can deliver Enterprise level capabilities at the price point of a typical SMB product.

The support of the product has been great when we have to use it (which is almost never). They deliver the product in many forms including Public cloud, Hybrid or on-premise.

SunView is highly committed to product development as evidenced by the latest features inherent to ChangeGear v7. Many would consider them a visionary or leading-edge company in the ITSM industry.

SunView is also easy to do business with and you will be treated like a family member.

Go just buy it. You won't look back.

Recommendations to other buyers: Go just get it!

Change Gear - SunView Review

Jan 14, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

Comments: We are currently implementing this product. So far, as seen by various demonstrations and test drives of this product, it appears to be fully functional, scalable and user friendly. Changing workflows, form layout or what you are seeing on the screen is very easy. Customizing the workflows is not difficult, which, in conjunction with form modifications allows the users to make customizations specific to their needs.